Communications processing

ABSTRACT

A system is disclosed. The system comprises a service platform associated with a call center, the service platform comprising an applications server configured to communicatively couple to a softswitch and a database. The applications server is configured to receive an inbound communication, determine a source of the inbound communication, and identify one or more configuration parameters associated with a destination of the inbound communication, the destination of the inbound communication associated with a client of the call center. The applications server is configured to route the inbound communication to an agent associated with the call center to establish a communication session. The applications server is configured to send, to the client based on the one or more configuration parameters associated with the destination of the inbound communication, a notification that the inbound communication was received, the notification identifying the source of the inbound communication.

TECHNICAL FIELD

The present disclosure relates, in general, to wireless communicationsand, more particularly, to systems and methods for communicationsprocessing.

BACKGROUND

Call centers are designed to connect callers to agents or other companyrepresentatives for a variety of purposes. For instance, business ownersmay require call-center services to manage incoming calls or other typesof inbound communications, including calls from prospective and existingcustomers. Customer experiences with call centers are important to thesuccess of the business. For example, if a prospective customerencounters difficulty being connected to the business' sales team, thebusiness owner may lose a sale. For this reason, the ability to quicklyand efficiently process calls and other inbound communications isimportant to the success of the call center.

Systems have been developed to facilitate the handling of incoming callsto a call center. These systems, however, suffer from significantdeficiencies. For example, one problem with existing call-center systemsis that they fail to notify a client when a call (or other inboundcommunication) has been received and is being processed by the system.Rather, many existing systems process calls and other inboundcommunications without informing the client. This can result in a numberof problems. For instance, the client may not be made aware that a callwas received by the system until after the call or other inboundcommunication has been processed by the system and the caller's (e.g., aprospective customer) interaction with the call center has ended. Thiscan result in loss of business and diminished customer satisfaction.Thus, there is a need for improved systems and methods of communicationsprocessing that notify a client when a communication has been receivedat a call center.

As another example, existing systems fail to provide the flexibilityneeded to effectively process calls and other inbound communications.With existing approaches, calls and other inbound communicationsreceived at a call center are typically processed in the same way.Oftentimes, however, this one-size-fits-all approach is undesirable. Thelack of flexibility in existing systems may result in inappropriatehandling of the communication. For instance, calls or other inboundcommunications that should be prioritized may be delayed, potentiallyresulting in loss of sales and diminished customer satisfaction.Moreover, requiring that all calls and other inbound communicationsreceived at the call center be processed in the same way may place aburden on system and call-center resources and prevent overalloptimization of the system (for example, by requiring application ofcall-flow processes that are not necessary for that particularcommunication). Thus, there is a need for improved systems and methodsof communications processing that provide flexibility and allow inboundcommunications to be processed in a manner that is suitable for theparticular caller and/or call-center client.

SUMMARY

To address the foregoing problems with existing approaches, disclosed isa system. The system comprises a service platform associated with a callcenter, the service platform comprising an applications serverconfigured to communicatively couple to a softswitch and a database. Theapplications server is configured to receive an inbound communication.The applications server is configured to determine a source of theinbound communication. The applications server is configured to identifyone or more configuration parameters associated with a destination ofthe inbound communication, the destination of the inbound communicationassociated with a client of the call center. The applications server isconfigured to route the inbound communication to an agent associatedwith the call center to establish a communication session. Theapplications server is configured to send, to the client based on theone or more configuration parameters associated with the destination ofthe inbound communication, a notification that the inbound communicationwas received, the notification identifying the source of the inboundcommunication.

In certain embodiments, the notification may comprise a link enablingthe client to request to join the communication session. Theapplications server may be further configured to receive, from theclient, a request to join the communication session. The applicationsserver may be further configured to join the client in the communicationsession. In certain embodiments, the applications server may be furtherconfigured to assign a unique identifier to the communication session.The request to join the communication session may comprise the uniqueidentifier.

In certain embodiments, the one or more configuration parameters mayindicate that the client is to be notified when inbound communicationsdirected to the destination are received at the service platform.

In certain embodiments, the inbound communication may be a first inboundcommunication. The applications server may be further configured to:subsequently receive a second inbound communication; determine a sourceof the second inbound communication; and identify one or moreconfiguration parameters associated with a destination of the secondinbound communication, the destination of the second inboundcommunication associated with the client of the call center; determinethat the source of the second inbound communication is the same as thesource of the first inbound communication; and route the second inboundcommunication to the client instead of the agent based on the one ormore configuration parameters associated with the destination of thesecond inbound communication. In certain embodiments, the applicationsserver may be further configured to determine that the second inboundcommunication was received within a predetermined amount of time afterthe first inbound communication was received. The one or moreconfiguration parameters may indicate that subsequent inboundcommunications from the same source that are received within thepredetermined amount of time should be routed to the client instead ofthe agent.

In certain embodiments, the agent associated with the call center maycomprise one of: an operator; and a speech-enabled intelligent script.In certain embodiments, the inbound communication may comprise one of: aphone call; a video conference call; a text message; and an e-mail.

In certain embodiments, in determining the source of the inboundcommunication, the application server may be further configured to:determine a telephone number associated with the inbound communication;and access a database record associated with the telephone number, thedatabase record comprising information about an entity associated withthe telephone number. The notification may identify the source of theinbound communication using the information about the entity.

Also disclosed is a method. The method comprises receiving an inboundcommunication at a service platform associated with a call center. Themethod comprises determining, by the service platform, a source of theinbound communication. The method comprises identifying, by the serviceplatform, one or more configuration parameters associated with adestination of the inbound communication, the destination of the inboundcommunication associated with a client of the call center. The methodcomprises routing the inbound communication to an agent associated withthe call center to establish a communication session. The methodcomprises sending, from the service platform to the client, anotification that the service platform has received the inboundcommunication. The notification is sent based on the one or moreconfiguration parameters associated with the destination of the inboundcommunication. The notification identifies the source of the inboundcommunication.

In certain embodiments, the notification may comprise a link enablingthe client to request to join the communication session. The method maycomprise receiving, from the client, a request to join the communicationsession. The method may further comprise joining the client in thecommunication session. In certain embodiments, the method may compriseassigning, by the service platform, a unique identifier to thecommunication session. The request to join the communication session maycomprise the unique identifier.

In certain embodiments, the one or more configuration parameters mayindicate that the client is to be notified when inbound communicationsdirected to the destination are received at the service platform.

In certain embodiments, the inbound communication may be a first inboundcommunication. The method may comprise subsequently receiving a secondinbound communication at the service platform associated with the callcenter. The method may comprise determining, by the service platform, asource of the second inbound communication. The method may compriseidentifying, by the service platform, one or more configurationparameters associated with a destination of the second inboundcommunication, the destination of the second inbound communicationassociated with the client of the call center. The method may comprisedetermining, by the service platform, that the source of the secondinbound communication is the same as the source of the first inboundcommunication. The method may comprise routing the second inboundcommunication to the client instead of the agent based on the one ormore configuration parameters associated with the destination of thesecond inbound communication.

In certain embodiments, the method may comprise determining that thesecond inbound communication was received within a predetermined amountof time after the service platform received the first inboundcommunication. The one or more configuration parameters may indicatethat subsequent inbound communications from the same source that arereceived within the predetermined amount of time should be routed to theclient instead of the agent.

In certain embodiments, the agent associated with the call center maycomprise one of: an operator; and a speech-enabled intelligent script.In certain embodiments, the inbound communication may comprise one of: aphone call; a video conference call; a text message; and an e-mail.

In certain embodiments, determining the source of the inboundcommunication may comprise: determining, by the service platform, atelephone number associated with the inbound communication; andaccessing, by the service platform, a database record associated withthe telephone number, the database record comprising information aboutan entity associated with the telephone number. In certain embodiments,the notification may identify the source of the inbound communicationusing the information about the entity.

Also disclosed is a non-transitory computer-readable medium comprisinginstructions that, when executed by a processor, are configured toperform a method. The method comprises receiving an inboundcommunication at a service platform associated with a call center. Themethod comprises determining, by the service platform, a source of theinbound communication. The method comprises identifying, by the serviceplatform, one or more configuration parameters associated with adestination of the inbound communication, the destination of the inboundcommunication associated with a client of the call center. The methodcomprises routing the inbound communication to an agent associated withthe call center to establish a communication session. The methodcomprises sending, from the service platform to the client, anotification that the service platform has received the inboundcommunication. The notification is sent based on the one or moreconfiguration parameters associated with the destination of the inboundcommunication. The notification identifies the source of the inboundcommunication.

In certain embodiments, the inbound communication may be a first inboundcommunication. The method may comprise subsequently receiving a secondinbound communication at the service platform associated with the callcenter. The method may comprise determining, by the service platform, asource of the second inbound communication. The method may compriseidentifying, by the service platform, one or more configurationparameters associated with a destination of the second inboundcommunication, the destination of the second inbound communicationassociated with the client of the call center. The method may comprisedetermining, by the service platform, that the source of the secondinbound communication is the same as the source of the first inboundcommunication. The method may comprise routing the second inboundcommunication to the client instead of the agent based on the one ormore configuration parameters associated with the destination of thesecond inbound communication.

Certain embodiments of the present disclosure may provide one or moretechnical advantages. For example, certain embodiments mayadvantageously provide for more efficient call processing. As anotherexample, certain embodiments may advantageously provide for timelynotifying a client that an inbound communication has been received andis being processed. As still another example, certain embodiments mayadvantageously enable the client to quickly join a communication sessionwith the caller and/or an agent. As yet another example, certainembodiments may advantageously enable subsequent calls to be routed tothe client directly, bypassing the agent and thereby conserving systemand call-center resources.

As another example, certain embodiments may advantageously provideincreased flexibility, for instance by allowing the client to chooseconfiguration parameters for call processing that most effectively meetthe client's needs. Other advantages may be readily apparent to onehaving skill in the art. Certain embodiments may have none, some, or allof the recited advantages.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of the disclosed embodiments and theirfeatures and advantages, reference is now made to the followingdescription, taken in conjunction with the accompanying drawings, inwhich:

FIG. 1 is a block diagram of an example communication system, inaccordance with certain embodiments;

FIG. 2 is a signal flow diagram of an exemplary technique forcommunications processing, in accordance with certain embodiments; and

FIG. 3 is a flow diagram of an exemplary method for communicationsprocessing, in accordance with certain embodiments.

DETAILED DESCRIPTION

As described above, systems have been developed to facilitate thehandling of incoming calls to a call center. These systems, however,suffer from a number of significant deficiencies. First, existingsystems fail to notify a client when a call (or other inboundcommunication) has been received and is being processed by thecall-center system. This can result in loss of sales and diminishedcustomer satisfaction, for example where the client is not made aware ofthe communication until after the system has processed the call and thecaller's interaction with the call center has ended. Moreover, the lackof flexibility in existing systems can result in inappropriate handlingof the communication by the call center. Calls or other inboundcommunications that should be prioritized may be delayed, potentiallyresulting in loss of sales and diminished customer satisfaction. Such aone-size-fits-all approach can burden system and call-center resourcesand prevent optimizations.

The present disclosure contemplates various embodiments that may addressthese and other deficiencies associated with existing approaches.According to one example embodiment, a system is disclosed. The systemcomprises a service platform associated with a call center. The serviceplatform comprises an applications server configured to communicativelycouple to a softswitch and a database. The applications server isconfigured to receive an inbound communication and determine a source ofthe inbound communication. The applications server is configured toidentify one or more configuration parameters associated with adestination of the inbound communication, the destination of the inboundcommunication associated with a client of the call center. Theapplications server is configured to route the inbound communication toan agent associated with the call center to establish a communicationsession. The applications server is configured to send, to the clientbased on the one or more configuration parameters associated with thedestination of the inbound communication, a notification that theinbound communication was received, the notification identifying thesource of the inbound communication.

In certain embodiments, the inbound communication may be a first inboundcommunication. The applications server may be configured to subsequentlyreceive a second inbound communication. The applications server may beconfigured to determine a source of the second inbound communication.The applications server may be configured to identify one or moreconfiguration parameters associated with a destination of the secondinbound communication, the destination of the second inboundcommunication associated with the client of the call center. Theapplications server may be configured to determine that the source ofthe second inbound communication is the same as the source of the firstinbound communication. The applications server may be configured toroute the second inbound communication to the client instead of theagent based on the one or more configuration parameters associated withthe destination of the second inbound communication.

According to another example embodiment, a method is disclosed. Themethod may be performed by a service platform of a call center. Theservice platform receives an inbound communication at a service platformassociated with a call center. The service platform determines a sourceof the inbound communication. The service platform identifies one ormore configuration parameters associated with a destination of theinbound communication, the destination of the inbound communicationassociated with a client of the call center. The service platform routesthe inbound communication to an agent associated with the call center toestablish a communication session. The service platform sends, to theclient, a notification that the service platform has received theinbound communication. The notification is sent based on the one or moreconfiguration parameters associated with the destination of the inboundcommunication. The notification identifies the source of the inboundcommunication.

According to other example embodiments, a computer program, a computerprogram product, and a computer readable storage medium comprisinginstructions which when executed on a computer perform theabove-described method are disclosed.

Various embodiments contemplated by the present disclosure will now bedescribed in more detail with reference to the accompanying drawings.Other embodiments, however, are contained within the scope of thepresent disclosure, and the disclosed subject matter should not beconstrued as limited to only the embodiments described herein. Rather,the example embodiments described herein are provided by way of exampleto convey the scope of the subject matter those of skill in the art.

FIG. 1 is a block diagram of an example communication system 100, inaccordance with certain embodiments. More particularly, FIG. 1illustrates communication system 100 comprising one or more callers 102a-102 n, a service platform 106, and one or more operator stations 108a-108 n, and one or more clients 130. Although FIG. 1 illustrates oneexample of communication system 100, it should be understood that thisis for purposes of example only and the present disclosure is notlimited to the example communication system of FIG. 1. Rather, thepresent disclosure contemplates that other embodiments of system 100 maybe used without departing from the scope of the present disclosure.

In the example embodiment of FIG. 1, callers 102 a-102 n, serviceplatform 106, operator stations 108 a-108 n, and client 130 are coupledto network 104 through communications links (as described in more detailbelow). As used throughout this document, the term “couple” and/or“coupled” refers to any direct or indirect communication between two ormore elements, whether or not those elements are in physical contactwith one another. For example, each caller 102 may use any computingand/or communication device capable of enabling the communication ofinformation to or from one or more of service platform 106, operatorstations 108, and client 130 over network 104. Although referred toherein as a caller, it should be understood that callers 102 are notlimited to individuals or devices that initiate a telephone call.Rather, the present disclosure contemplates that callers 102 may engagein a variety of types of communication sessions (e.g., telephone calls,video conferencing, text messaging, web chat, and/or any suitable formof communication). It should also be understood that a caller 102 is notnecessarily limited to a party initiating a communication session. Forexample, in certain embodiments callers 102 a-102 n may be a callingparty or a called party that communicates and/or receives data to and/orfrom service platform 106, operator stations 108, and/or client 130.Each caller 102 may use, for example, a telephone (e.g., a wirelinetelephone), a wireless device (e.g., a smartphone), a Voice overInternet Protocol (IP) (VoIP) device, a desktop computer, a laptopcomputer, a personal digital assistant (PDA), a workstation, a mainframecomputer, a mini-frame computer, a web server, or any other suitablecomputing and/or communicating device.

Network 104 may comprise any suitable wireless network, wirelinenetwork, or combination of wireless and wireline networks capable ofsupporting communication between network elements using ground-basedand/or space-based components. For example, network 104 may comprise adata network, a public switched telephone network (PSTN), an integratedservices digital network (ISDN), a local area network (LAN), a wide areanetwork (WAN), a metropolitan area network (MAN), all or a portion ofthe global computer network known as the Internet, and/or othercommunication systems or combination of communication systems at one ormore locations.

Service platform 106 receives and/or communicates data (e.g., from or tocallers 102 a-102 n, operator stations 108 a-108 n, and/or client 130)through network 104 coupled to service platform 106. In the example ofFIG. 1, service platform 106 couples to network 104 throughcommunications link 116. In certain embodiments, service platform 106operates to collect, store, and/or communicate data to and/or fromnetwork 104. In certain embodiments, service platform 106 may beconfigured to integrate with, for example, telephone carriers andprivate branch exchange (PBX) equipment to provide a stand-alone, fullyfunctional call center environment. In some cases, the carrier and PBXintegration may be established using a Session Initiation Protocol (SIP)trunk integration method. In operation, service platform 106 may providea full suite of call center and enterprise functionality. The variouselements of service platform 106 and exemplary functionality of serviceplatform 106 are described in more detail below.

In the example embodiment of FIG. 1, system 100 also includes aplurality of operator stations 108 a through 108 n. Operator stations108 a through 108 n are coupled to service platform 106 throughcommunications link 120. Operator stations 108 are capable of receiving,collecting, storing, and/or communicating data to and/or from network104. In the example embodiment of FIG. 1, operator stations 108 athrough 108 n are coupled to network 104 through communications links118 a and 118 n, respectively.

In certain embodiments, operator stations 108 a through 108 n may becomprised in a call center. For example, each operator station 108 maybe a live agent-based data collection system capable of collecting datafrom, for example, a caller 102 or client 130. Although operator station108 is an agent-based system in the example embodiment of FIG. 1, thepresent disclosure contemplates that other suitable data collectionsystem may be used without departing from the scope of the presentdisclosure.

As used herein, the term agent should be interpreted broadly toencompass any individual associated with a call center that caller 102may be connected to, whether as part of an incoming call from caller 102routed to service platform 106 or as part of an outgoing calltransmitted from service platform 106 to caller 102. As non-limitingexamples, an agent may refer to an agent working in a call center (e.g.,at one of operator stations 108), an employee of an organizationassociated with service platform 106 and/or operator stations 108, atechnician (that may or may not be working remotely from a call center),or any other suitable person or entity. Although certain embodiments maydescribe an agent as an operator associated with an operator station 108in a call center, the present disclosure is not limited to such anexample embodiment. Rather, the various embodiments described herein maybe applied to other suitable scenarios, such as those in which operatorstations 108 do not make up a traditional call center (having aplurality of operator stations in one, centralized location). Forexample, in certain embodiments operator stations 108 may be distributedgeographically and may couple to service platform 106 and callers 102via one or more different networks.

Operator stations 108 may comprise any suitable computing and/orcommunicating device or combination of devices. In the exampleembodiment of FIG. 1, each operator station 108 includes a host 112 anda communication device 114. Communication device 114 enables an agent tocommunicate with caller 102. Communication device 114 may comprise, forexample, a telephone, a wireless device, a voice over IP device, or anyother computing and/or communicating device or combination of devices.Although the example embodiment of FIG. 1 illustrates host 112 andcommunication device 114 as separate devices, one device that is capableof performing the desired functionality could be used without departingfrom the scope of the present disclosure.

Host 112 may comprise, for example, a desktop computer, a laptopcomputer, a server computer, a personal digital assistant, and/or anyother computing or communicating device or combination of devices. Incertain embodiments, host 112 may be connected to a PBX-based automatedcall distribution (ACD) or the ACD of service platform 106. Host 112 maybe configured to run software, such as a soft agent. The soft agent may,for example, include a SIP-based soft phone and switch-specific computertelephony integration (CTI) control of the agent state during callhandling. The soft agent may provide an interface to service platform106, and in particular to applications server 120 and softswitch server122 of service platform 106. Host 112 may include a graphical userinterface (GUI) that enables a live agent to collect, enter, process,store, retrieve, amend, and/or dispatch data during the interaction ofoperator station 108 with a caller 102 (e.g., during a call). Host 112may run console software that provides, for example, IP-based callhandling using the GUI and, for example, an input device (such as amouse, keyboard, microphone, or other suitable input device).

Each host 112 may be capable of executing and/or displaying one or moreintelligent scripts and/or other types of scripts that at leastpartially contribute to the collection of data from caller 102. Asdescribed below, an intelligent script may guide call center agentsthrough call completion steps.

Client 130 may be associated with a business or other entity that hasengaged a call center to manage incoming and/or outgoing calls and othertypes of inbound and/or outbound communications. In certain embodiments,client 130 may configure one or more configuration parameters thatservice platform 106 may use to process communications. In certainembodiments, client 130 may receive, from service platform 106,notifications that service platform 106 has received an inboundcommunication, as described in more detail below. In the example of FIG.1, client 130 is coupled to network 104 through communications link 132.Similar to caller 102 described above, client 130 may use any computingand/or communication device capable of enabling the communication ofinformation to or from one or more of service platform 106, operatorstations 108, and callers 102 over network 104. For example, client 130may use a telephone (e.g., a wireline telephone), a wireless device(e.g., a smartphone), a VoIP device, a desktop computer, a laptopcomputer, a PDA, a workstation, a mainframe computer, a mini-framecomputer, a web server, or any other computing and/or communicatingdevice.

As described above, in the example embodiment of FIG. 1 callers 102a-102 n, service platform 106, operator stations 108-108 n, and client130 are coupled to network 104 through various communication links. Moreparticularly, system 100 includes communications links 110, 116, 118,120 and 132, each operable to facilitate the communication of data toand/or from network 104. Communications links 110, 116, 118, 120, and132 may include any hardware, software, firmware, or combinationthereof. In various embodiments, communications links 110, 116, 118,120, and 132 may comprise communications media capable of assisting inthe communication of analog and/or digital signals. Communications links110, 116, 118, 120, and 132 may, for example, comprise a twisted-paircopper telephone line, a fiber optic line, a Digital Subscriber Line(DSL), a wireless link, a USB bus, a PCI bus, an ethernet interface, orany other suitable interface operable to assist in the communication ofinformation.

Data may be transmitted over communications links 110, 116, 118, 120,and 132 using any suitable protocol. As non-limiting examples, protocolssuch as the Real-time Transport Protocol (RTP) and WebRTC may be used.RTP is a network protocol for delivering audio and video over IPnetworks via streaming. WebRTC is an open framework for the web thatenables high quality real-time communication sessions over a network.WebRTC allows for the streaming of audio and/or video media withoutrequiring an intermediary or third-party software. RTP and WebRTC may beparticularly useful in the various embodiments described herein, becausethey can advantageously allow for the receipt of real-time data from thecommunication session between, for example, caller 102 and an agentassociated with an operator station 108, if desired.

As described above, service platform 106 may provide a full suite ofcall center and enterprise functionality. Service platform 106 maycomprise any suitable combination of hardware, software, and/orfirmware. In certain embodiments, service platform 106 may comprise anydevice or combination of devices that may include one or more softwareand/or firmware modules. In the example embodiment of FIG. 1, serviceplatform 106 includes an applications server 120, a softswitch server122, a resource server 124, a database server 126, and a web server 128.Although FIG. 1 illustrates a particular arrangement of elements ofservice platform 106, it should be understood that the presentdisclosure is not limited to the precise arrangement of the exampleembodiment of FIG. 1. For example, although FIG. 1 illustrates anexample embodiment in which applications server 120, softswitch server122, resource server 124, database server 126, and web server 128 areincorporated into a single device, the present disclosure is not limitedto this example embodiment. In certain embodiments, the elements ofservice platform 106 may be distributed. In certain embodiments, serviceplatform 106 may contain fewer components than those illustrated in theexample embodiment of FIG. 1. Additionally, in certain embodimentsservice platform 106 may contain any suitable additional components thatmay provide one or more of the functionalities described herein and/oradditional functionality of service platform 106.

Applications server 120 may house one or more applications used byservice platform 106. In certain embodiments, applications server 120may provide a full suite of call center and enterprise applications.Exemplary call center and enterprise applications provided byapplications server 120 are described in more detail below.

Softswitch server 122 is coupled to applications server 120 and resourceserver 124. Softswitch server 122 may house the switching components ofservice platform 106. For example, softswitch server 122 may include asoftswitch. In certain embodiments, the softswitch may be a SIP-basedtelephony switch. The softswitch may receive inbound phone calls (e.g.,from clients 102) and send outgoing call requests (e.g., outbound callsfrom operator stations 108). The softswitch may provide telephonyservices to, for example, IP subscribers and traditional PSTNsubscribers, for example by supplying the trunking between the IP andPSTN networks. Softswitch server 122 may operate in tandem withapplications server 120, resource server 124, database server 126, andweb server 128 to provide voice processing and switching resources. Forexample, softswitch server 122 may provide one or more of intelligentcall routing, switch-based configurable call control, multi-lingualvoice processing resources, and other suitable functionality. In certainembodiments, softswitch 122 may stream audio to resource server 124 forprocessing (for example, using the speech recognition functionality ofresource server 124, described in more detail below).

Resource server 124 is coupled to applications server 120 and softswitchserver 122. Resource server 124 may operate in tandem with one or moreof applications server 120, softswitch server 122, database server 126,and web server 128 to provide voice processing resources for serviceplatform 106. For example, resource server 124 may provide a speechrecognition engine and voice resources for service platform 106.Resource server 124 may include an automatic speech recognition (ASR)engine capable of processing voice responses, natural languageprocessing, text-to-speech translations, and/or speech-to-texttranslations in connection with one or more voice-enabled functions ofservice platform 106. In certain embodiments, resource server 124 can beconfigured to use one or more customizable grammars to match spokenphrases to, for example, directory listings. Resource server 124 may beconfigured to receive audio from softswitch server 122 for processingusing the speech-recognition functionalities described above.

Database server 126 is coupled to applications server 120. Databaseserver 126 may store information utilized by one or more other elementsof service platform 106 (such as applications server 120, softswitchserver 122, resource server 124, and web server 128). For example,database server 126 may store one or more of speech-enabled intelligentscripts, intelligent scripts, scripts, prompts, information associatedwith a user (e.g., called or calling party), selections and data inputsfrom a user, and any other suitable information. In certain embodiments,database server 126 may use a structured query language (SQL) serverdatabase engine for database management, storage, and retrieval.Database server 126 may include memory capable of storing one or morescripts (e.g., speech-enabled intelligent scripts, intelligent scripts,and scripts), data associated with a user's response or responses,information related to previous interactions between a user and serviceplatform 106 and/or a caller and an agent, and/or any other suitableinformation. The memory may include any hardware, software, firmware, orcombination thereof operable to store and facilitate retrieval ofinformation. The memory may store information using any of a variety ofdata structures, arrangements, and/or compilations. The memory may, forexample, include a dynamic random access memory (DRAM), a static randomaccess memory (SRAM), a NAND flash memory, or any other suitablevolatile or nonvolatile storage and retrieval device or combination ofdevices.

In certain embodiments, database server 126 may store information aboutthe source of an inbound communication and/or the destination of aninbound communication. For instance, database server 126 may storeinformation related to one or more of the name, company, occupation,demographic information, contact information (e.g., telephone number,email address), preferred contact methods, preferred contact times, IPaddress, other identifying information, capability information (e.g.,conferencing capabilities, messaging capabilities, types ofcommunication available, etc.), preference information (e.g., languagepreferences), trusted contacts of a caller 102 (e.g., individuals thatare authorized to act on behalf of a caller 102), blacklisted parties(e.g., individuals that are not authorized to act on behalf of a caller102), and any other suitable information about the source of the inboundcommunication (e.g., a caller 102). Database server 126 may storeanalogous information for the destination of the inbound communication(e.g., client 130 that has that has engaged the call center to manageincoming and/or outgoing calls and other types of inbound and/oroutbound communications). Database server 126 may also store one or moreconfiguration parameters associated with the destination of the inboundcommunication (described in more detail below). Additionally, databaseserver 126 may store information about previous interactions that thesource of the inbound communication (e.g., a caller 102) has had withservice platform 106, an agent or operator, and/or with client 130. Forexample, for each communication session established via service platform106, database server 126 may store information related to one or more ofthe reason for the communication, the disposition of the communication,the duration of the communication, the agent involved in thecommunication, context information, date and time of the communication,whether a translator was required, any problems associated with thecommunication, and any other suitable information.

Data stored in database server 126 may be accessible by multiplecomponents of service platform 106 and/or operator stations 108(including, for example, host 112 described in more detail below). Forexample, the data stored in database server 126 may be accessible to oneor more of applications server 120, softswitch server 122, resourceserver 124, web server 128, and host 112. Storing data in a memory thatis accessible to multiple elements of system 100 can prove advantageouswhen it is desired to subsequently access and process this information.In certain embodiments, data stored in database server 126 can be usedto populate a speech-enabled intelligent script, an intelligent script,and/or any other type of script used by applications server 120 and/oran agent associated with an operator station 108. Populating scriptswith data stored in database server 126 can help the intelligentspeech-enabled scripts (or an agent using an intelligent scripts) tointeract more efficiently with a caller 102. For example, populating aspeech-enabled intelligent script and/or a script used by a live agentwith data from database server 126 allows the intelligent speech-enabledscript or the agent or operator to review the responses previouslyprovided, which may allow the agent to better assist the a caller 102.In certain embodiments, data stored in database server 126 can be usedin communications processing (e.g., when determining whether or not tonotify a client than an inbound communication has been received atservice platform 106), as described in more detail below.

Web server 128 provides the web services for service platform 106. Incertain embodiments, service platform 106 may include all or somesuitable combination of the servers described above, as well as(alternatively or in addition to) other elements configured to performdesired communicating and/or computing functionality.

Each of applications server 120, softswitch server 122, resource server124, database server 126, and web server 128 may comprise any suitablecombination of hardware, software, and firmware. In certain embodiments,one or more of applications server 120, softswitch server 122, resourceserver 124, database server 126, and web server 128 may includeprocessing circuitry, such as a combination of one or more of acontroller, microprocessor, microcontroller, central processing unit,digital signal processor, application-specific integrated circuit, fieldprogrammable gate array, or any other suitable computing device,resource, or combination of hardware, software, and/or encoded logicoperable to provide the functionality described herein. The processingcircuitry may execute instructions stored in device readable medium orin memory to provide the functionality described herein. Applicationsserver 120, softswitch server 122, resource server 124, database server126, and web server 128 may comprise any form of volatile ornon-volatile computer readable memory including, for example, persistentstorage, solid-state memory, remotely mounted memory, magnetic media,optical media, random access memory (RAM), read-only memory (ROM), massstorage media (for example, a hard disk), removable storage media (e.g.,a flash drive, a Compact Disk (CD) or a Digital Video Disk (DVD)),and/or any other volatile, non-transitory device readable and/orcomputer executable memory devices that store information, data, and/orinstructions that may be used by the processing circuitry. The memorymay store any suitable instructions, data or information, including acomputer program, software, an application including one or more oflogic, rules, code, tables, etc. and/or other instructions capable ofbeing executed by the processing circuitry to perform the variousfunctionalities described herein. The memory may store responses writtento memory by a script, such as an intelligent script or speech-enabledintelligent script. In some cases, the processing circuitry and devicereadable medium may be considered to be integrated.

In certain embodiments, one or more of applications server 120,softswitch server 122, resource server 124, database server 126, and webserver 128 may run on dedicated servers. In other embodiments, one ormore of applications server 120, softswitch server 122, resource server124, database server 126, and web server 128 may run in a virtual serverenvironment. Running applications server 120, softswitch server 122,resource server 124, database server 126, and web server 128 in avirtual server deployment may advantageously reduce the number ofservers needed and provide greater flexibility in terms of redundancyand ease of deployment.

As described above, applications server 120 may house one or moreapplications used by service platform 106 to provide a full suite ofcall-center and enterprise applications. For example, applicationsserver 120 may provide for ACD, such as skills-based routing ACD. Thismay advantageously enable service platform 106 to provide forfunctionality such as priority call routing, overflow, integral voiceprocessing, reporting, and server-based PBX integration. In certainembodiments, applications server 120 may determine how incoming and/oroutgoing calls should be routed, and provide instructions to softswitchserver 122 to route calls in a particular manner.

As another example, applications server 120 may provide scriptingfunctionality (e.g., intelligent scripting and/or speech-enabledintelligent scripting functionality). An intelligent script guides usersthrough call completion steps, work flow steps, and messaging steps.Intelligent scripts can be built for call center agents, operators, andweb and mobile users. Similarly, intelligent scripts guide call centeragents through call completion steps. In certain embodiments, anintelligent script presents the appropriate options for each call typean agent handles, eliminating errors and reducing training time. Oneexemplary use of intelligent scripts is healthcare code calls. Callscripts guide agents through the specific requirements for code calls,eliminating errors, ensuring the codes are completed quickly, andself-documenting all steps taken to complete each code call.

Intelligent scripts may contain any number of elements, actions, andscreens. In certain embodiments, a script designer enables anadministrator (e.g., a call center administrator) to create any numberof intelligent scripts. In certain embodiments, client 130 may be ableto use a scripting engine to generate any number of intelligent scripsin a similar manner. Each script may have a unique flow to present theelements, actions, and screens in the preferred order for each scenario.Branching and decision trees may be available within the scripts tocustomize the flow of elements based on selections, date/time, or data.In one particular non-limiting example, a script can comprise a seriesof queries requesting information and/or data from a user (e.g., acaller) of service platform 106. In some cases, intelligent scripts mayinclude, for example, an HTML-based script, an XML-based script, aJSON-based script, or a combination of these or other scripting formats.Intelligent scripts may comprise, for example, software, firmware, code,portions of code, data compilations, and/or a combination of these orany other type of data.

Speech-enabled intelligent scripts enable users (e.g., a caller 102) tointeract with intelligent scripts without agent involvement. Phone usersare guided through scripts using pre-recorded prompts, voice menus, andtext-to-speech menus. Phone users make selections and input data (e.g.,using Dual Tone-Multi Frequency (DTMF) entry or speech recognitionentry). In certain embodiments, the entire intelligent script may bespeech-enabled. In certain embodiments, the script designer (e.g., acall center administrator or client 130) may enable the administrator tochoose which entries are to be speech-enabled. In certain embodiments,the speech-enabled intelligent script (or a section thereof) may includeprompts and/or questions similar to those in the intelligent scriptprovided to the agent. In certain embodiments, the elements and/oractions of the speech-enabled intelligent script may be the same as theintelligent script provided to the agent. In some cases, the scriptprompts and/or questions may be pre-configured. In other cases, thescript prompts and/or questions may change dynamically based on previouscall interactions and/or other data stored in database server 126.Speech-enabling intelligent scripts may advantageously create anopportunity to have a single script that presents speech-enabled inputfor a portion of the script, and screen-enabled input for anotherportion of the script.

Applications server 120 may provide various voice services (alone or incombination with, for example, one or more of softswitch server 122 andresource server 124). For instance, applications server 120 may providecall center functions such as playing greetings to callers withmulti-level navigation menus, playing automated call queuingannouncements, playing automated agent greetings, automated callrecording and playback, and other suitable functions. In certainembodiments, applications server 120 may provide for automated outboundphone calls (e.g., calls to one or more of clients 102) with messagesplayed using integrated text-to-speech.

Other examples of services that service platform 106 provides mayinclude (but are not limited to): call routing; call monitoring;database driven scripted messages (including intelligent speech-enabledscripts described above); call recording; directory services; status,event, on-call, and workforce scheduling tools; and event-drivenstatistical and analytical reporting for console operators as well asenterprise web users.

In certain embodiments, applications server 120 may be configured tonotify a client that an inbound communication has been received atservice platform 106 and is being processed. For instance, a caller 102(e.g., caller 102 a) may initiate a communication using a computingand/or communication device. Any suitable method of communication may beused. For example, the inbound communication may be a phone call, avideo conference call, a text message, an e-mail, a web chat, or anyother suitable type of communication. The destination of thecommunication is associated with a client of the call center (e.g.,client 130). For example, in the case of a telephone call, the callednumber may be associated with the call center responsible for handlinginbound communications to the client's business. The communication isrouted (e.g., via network 104 in the example embodiment of FIG. 1) toservice platform 106.

Applications server 120 is configured to receive the inboundcommunication (e.g., directly or via softswitch server 122).Applications server 120 is configured to determine a source of theinbound communication. Applications server 120 may determine the sourceof the inbound communication in any suitable manner. As one example, ifthe inbound communication is a telephone call or a text message,applications server 120 may be configured to use automatic numberidentification (ANI) to determine the telephone number of thecalling/texting party. Applications server 120 may use this informationto determine the source of the inbound communication. For instance,applications server 120 may use the determined telephone number to querydatabase server 126. As described above, database server 126 may storeinformation associated with caller 102 a. In response to the query fromapplications server 120, database server 126 may return informationassociated with the telephone number used for the query, includinginformation about the source of the inbound communication (in thisexample, caller 102 a). For example, database server 126 may provideinformation about the calling/texting party's name, business,relationship to client 130, or any other suitable information.

For other types of inbound communications, applications server 120 mayuse a similar process to determine the source of the inboundcommunication. For instance, depending on the type of inboundcommunication, applications server 120 may determine identifyinginformation for the source of the communication (e.g., an IP address,e-mail address, or other identifying information of the source of theinbound communication). Applications server 120 may use the obtainedinformation to query database server 126 and obtain informationregarding the source of the communication (e.g., caller 102 a) asdescribed above.

Applications server 120 is configured to identify one or moreconfiguration parameters associated with the destination of the inboundcommunication (e.g., client 130 that has employed the call center toprocess inbound communications). As described above, the destination ofthe inbound communication may be associated with a client of the callcenter. The one or more configuration parameters may be any suitableinformation that applications server 120 may use to process the inboundcommunication. For example, the one or more configuration parameters mayindicate that client 130 is to be notified when an inbound communicationdirected to the destination is received by service platform 106. Asanother example, the one or more configuration parameters may indicatethat subsequent inbound communications from the same source, orsubsequent inbound communications from the same source that are receivedwithin a predetermined amount of time, should be routed directly toclient 130 instead of an agent.

In certain embodiments, the one or more configuration parameters may beconfigured by client 130. This may be particularly advantageous becauseit enables communications to be processed in accordance with theparticular needs of client 130. In certain embodiments, a default set ofone or more configuration parameters may be used.

The present disclosure contemplates that other types of configurationparameters may be used in addition to or as alternatives to the examplesdescribed above. For example, the one or more configuration parametersmay indicate how various types of inbound communications should beprocessed when they are received at service platform 106. As anotherexample, the one or more configuration parameters may indicate howinbound communications received at a particular time of day (e.g.,mornings, afternoons, evenings, weekends) should be processed. In somecases, the one or more configuration parameters may be more granular(e.g., indicating specific communication processing steps for inboundcommunications received within a specific window of time on a given day,such as between 2:00 pm and 4:00 pm every other Thursday). As stillanother example, the one or more configuration parameters may indicatethat calls from a particular source (e.g., caller 102, which may be aprospective customer) should always be routed directly to client 130rather than an agent. As yet another example, the one or moreconfiguration parameters may indicate that applications server 120should use predictive intelligence to determine whether or not to notifyclient 130 that the inbound communication has been received.

Applications server 120 is configured to route the inbound communicationto an agent associated with the call center to establish a communicationsession. In certain embodiments, the agent associated with the callcenter may be an operator. In certain embodiments, the agent associatedwith the call center may be a speech-enabled intelligent script. Incertain embodiments, the inbound communication may be routed to anoperator if one is available. If an operator is not available, theinbound communication may be routed to a speech-enabled intelligentscript.

In certain embodiments, applications server 120 may be configured toassign a unique identifier to each communication session. For instance,applications server 120 may be configured to assign a numerical,alphabetical, or alphanumeric sequence to the communication session.Applications server 120 may use the assigned identifier to distinguishthe communication session from other pending and/orpreviously-established communication sessions. In certain embodiments,the identifier may be unique in that it is different from any identifierassigned to any other pending communication session. In certainembodiments, the identifier may be unique in that it is different fromany identifier previously assigned to a communication session byapplications server 120. Applications server 120 may be configured touse the unique identifier to associate future processing steps with thecommunication session, as described in more detail below.

Applications server 120 is configured to send, to client 130 based onthe one or more configuration parameters associated with the destinationof the inbound communication (e.g., client 130), a notification that theinbound communication was received. As described above, the one or moreconfiguration parameters may indicate that client 130 is to be notifiedwhen inbound communications directed to the destination are received atservice platform 106. In certain embodiments, applications server 120may be configured to send the notification to client 130 before theinbound communication is routed to an agent associated with the callcenter to establish a communication session. In certain embodiments,applications server 120 may be configured to send the notification toclient 130 at substantially the same time as the inbound communicationis routed to an agent associated with the call center to establish acommunication session. In certain embodiments, applications server 120may be configured to send the notification to client 130 after theinbound communication is routed to an agent associated with the callcenter to establish a communication session.

The notification may be sent in one or more of a variety of formats,which may vary according to implementation. For example, in certainembodiments the notification may be a push notification from an appassociated with the call center (e.g., a secure messaging app), anemail, a text message, an outgoing call that presents a voice promptwhen answered, a fax, a paging message, or other suitable type ofnotification. In some cases, more than one type of notification may beused (e.g., an email and a text message may be sent).

In certain embodiments, the notification identifies the source of theinbound communication (e.g., caller 102 a). The notification mayidentify the source of the inbound communication in any suitable manner.In certain embodiments, the notification may include informationassociated with caller 102 a obtained from database server 126. Forinstance, the notification may include one or more of the name,business, and title of caller 102 a, and/or any other suitableidentifying information for caller 102 a. In certain embodiments, thenotification may include other information obtained from database server126. For example, the notification may include information aboutprevious interactions with caller 102 a (e.g., the reason that caller102 a previously interacted with service platform 106 and informationabout the disposition of the previous interaction).

In certain embodiments, the notification may enable client 130 torequest to join the communication session. For example, the notificationmay include a link (e.g., a uniform resource locator (URL)) or buttonenabling client 130 to request to join the communication session. In thecase of a prerecorded voice prompt, client 130 may be prompted to pressa telephone key to join the call. By selecting the link or button (orproviding any other suitable type of input), client 130 may cause arequest to be sent to applications server 120 requesting to join thecommunication session. In certain embodiments, the request to join thecommunication session may include the unique identifier assigned to thecommunication session by applications server 120.

Applications server 120 is configured to receive, from client 130, arequest to join the communication session. In certain embodiments,applications server 120 may be configured to use the unique identifierfor the communications session to associate the request with thecommunication session established between caller 102 a and the agentassociated with the call center. Client 130 may join the communicationsession in a variety of ways. For example, in certain embodimentsapplications server 120 (alone or in combination with softswitch server122 and/or one or more other elements of service platform 106) may joinclient 130 in the communication session so that client 130 canimmediately participate in the communication session between caller 102a and the agent associated with the call center. In some cases, this isachieved by using an automated conference invitation that allows theclient to join the communication session using a conference bridgeassociated with the call center. In certain embodiments, applicationsserver 120 may, in response to the request, initiate a communicationsession via a secure messaging app associated with the call center toallow client 130 to join the communication session.

By notifying client 130 that the inbound communication has beenreceived, and by enabling client 130 to request to join and join thecommunication session, service platform 106 advantageously enablescaller 102 and client 130 to be connected more quickly. This isespecially advantageous in scenarios in which the inbound communicationis urgent and/or concerning an especially important matter.

In certain embodiments, applications server 120 may determine whether tonotify client 130 using predictive intelligence. In some cases, whetheror not applications server 120 should use predictive intelligence todetermine whether or not to notify client 130 may be indicated by one ofthe one or more configuration parameters described above. As describedabove, database server 126 may be configured to store information aboutprevious interactions with caller 102. Applications server 120 may beconfigured to use the information about previous interactions (alone orin combination with other information, such as preference information)to self-learn and adjust as calls are processed. Applications server 120employing predictive intelligence functionality may be configured to useone or more of the various information sources described above topredict a preferred behavior for subsequent calls.

In certain embodiments, the inbound communication may be a first inboundcommunication. Applications server 120 may be configured to subsequentlyreceive a second inbound communication from caller 102 a. Applicationsserver 120 may be configured to identify one or more configurationparameters associated with a destination of the second inboundcommunication (e.g., as described above). The destination of the secondinbound communication may be associated with the client of the callcenter (e.g., client 130). Applications server 120 is configured todetermine that the source of the second inbound communication is thesame as the source of the first inbound communication (in this example,caller 102 a). Applications server 120 may be configured to route thesecond inbound communication directly to client 130 instead of the agentbased on the one or more configuration parameters associated with thedestination of the second inbound communication. This may advantageouslyenable caller 102 a and client 130 to establish communication morequickly and optimize the use of system and call-center resources byavoiding tying up operators and using system resources to processspeech-enabled intelligent scripts and/or intelligent scripts.

As described above, in certain embodiments the one or more configurationparameters may indicate that subsequent inbound communications from thesame source that are received within the predetermined amount of timeshould be routed to the client instead of the agent. In such a scenario,applications server 120 may be configured to determine that the secondinbound communication was received within a predetermined amount of timeafter the first inbound communication was received.

In certain embodiments, applications server 120 may be configured toperform additional and/or alternative call processing steps according tothe one or more configuration parameters associated with the destinationof the inbound communication (e.g., client 130). For instance, the oneor more configuration parameters may indicate that all inboundcommunications received from a particular source (e.g., caller 102 n)should be routed directly to client 130, bypassing any agent involvement(whether an operator or speech-enabled intelligent script). In such ascenario, applications server 120 may be configured to receive aninbound communication, determine that the source of the inboundcommunication is caller 102 n, identify one or more configurationparameters associated with the destination of the inbound communication(e.g., client 130), and route the inbound communication to client 130directly based on the identified one or more configuration parameters.

It should be appreciated that although certain functions of applicationsserver 120 have been described above, these functions are described forpurposes of example only. The present disclosure is not limited to theexample embodiments described herein. In practice, applications server120 may provide only a subset of the above-described functions, and insome cases applications server 120 may provide other suitablefunctionality for service platform 106.

Although certain exemplary embodiments have been described above in thecontext of handling an incoming telephone call, it should be understoodthat the present disclosure is not limited to these example embodiments.Rather, the present disclosure contemplates that the various embodimentsdescribed herein may be applied to other forms of communicationincluding, but not limited to, text messaging, web chat, videoconferencing, and any other suitable mode of communication. For example,the various embodiments described herein may be applied to multimediacommunications. According to one example embodiment, a communicationsession may be established over a network, such as network 104, capableof delivering real-time audio and/or video media over IP networks using,for example, RTP and/or WebRTC. According to another example embodiment,a caller 102 may establish a communication session with an agent (e.g.,an agent associated with a host 112 described above) using one of theabove-described exemplary forms of multimedia communication or anothersuitable form of communication. For instance, in certain embodimentscaller 102 a may visit a web site associated with a company utilizing acall center including service platform 106 described above. In somecases, the web site may include a “Contact Us” button or other suitablemechanism to enable the user to initiate a communication session with anagent (e.g., via one of the forms of multimedia communication describedabove). As an alternative, the web site may include an automated promptpresented to the user to enable the user to establish a communicationsession with the agent (e.g., a chat, text, or video conversation). Inthese scenarios, applications server 120 may be configured to determinethe source of the inbound communication using any suitable information,including, for example, an IP address, uniform resource locator (URL).Regardless of type, it should be understood that the inboundcommunication may be processed in accordance with the principles of thevarious embodiments described herein.

Additionally, although certain exemplary embodiments have been describedin the context of inbound communications, the present disclosure is notlimited to these example embodiments. Rather, the present disclosurecontemplates that the principles of the various embodiments describedherein may be applied to outgoing communications (e.g., telephone calls,text message, or web chats) initiated at the call center and directed toa caller 102. For instance, applications server 120 may apply thefunctionality described herein to notify client 130 when a communicationsession initiated at the call center (e.g., by an agent associated withthe call center) is established with a called party (e.g., a caller102). In such a scenario, applications server 120 may be configured toidentify one or more configuration parameters associated with the sourceof the outbound communication (in this case, an agent associated withthe call center acting on behalf of client 130) and send a notificationto client 130 based on the one or more configuration parameters, forexample as described above. In such a scenario, the one or moreconfiguration parameters may be configured by client 130 and indicate ifand when client 130 should be notified.

FIG. 2 is a signal flow diagram of an exemplary technique forcommunications processing, in accordance with certain embodiments. Inparticular, FIG. 2 illustrates an exchange of signals among caller 102,service platform 106, operator station 108, client 130, and databaseserver 126. In certain embodiments, one or more of the steps describedas performed by service platform 106 may be performed by an applicationsserver (such as applications server 120 described above in relation toFIG. 1). Although database server 126 is illustrated separately in thesignal flow diagram of FIG. 2, this is for purposes of explanation onlyand is not intended to limit the scope of the present disclosure.Rather, as described above in relation to FIG. 1, database server 126may, in certain embodiments, may be incorporated in service platform 106or be hosted remotely.

At step 202, inbound communication 204 a is received at service platform106 from caller 102. In certain embodiments, inbound communication 204 amay be one of: a phone call; a video conference call; a text message;and an e-mail.

At step 206, service platform 106 determines a source of inboundcommunication 204 a. In certain embodiments, in determining the sourceof inbound communication 204 a, service platform 106 may determine atelephone number associated with inbound communication 204 a (or othersuitable identifying information). In certain embodiments, at step 208service platform 106 queries database server 126 using the determinedtelephone number (or other suitable identifying information) associatedwith inbound communication 204 a. Database server 126 may store adatabase record associated with the telephone number or other suitableidentifying information. In certain embodiments, at step 210 databaseserver 126 responds to the query of step 208 with information about anentity (e.g., an individual or company) associated with the telephonenumber (or other identifying information). The information provided bydatabase server 126 may comprise some or all of the information relatedto the source of the inbound communication described above in relationto FIG. 1.

At step 212, service platform 106 identifies one or more configurationparameters associated with a destination of inbound communication 204 a.In certain embodiments, the destination of inbound communication 204 ais associated with client 130, which may be a client of the call centerutilizing service platform 106. In certain embodiments, the one or moreconfiguration parameters may indicate that client 130 is to be notifiedwhen inbound communications directed to the destination (e.g., inboundcommunication 204 a) are received at service platform 106.

At step 216, service platform 106 routes the inbound communication to anagent associated with the call center to establish communication session218. In the example embodiment of FIG. 2, the agent associated with thecall center comprises an agent associated with operator station 108. Itshould be understood, however, that the present disclosure is notlimited to the example embodiment of FIG. 2. For example, in certainembodiments, the agent associated with the call center may comprise aspeech-enabled intelligent script. In certain embodiments, serviceplatform 106 may be configured to assign a unique identifier tocommunication session 218, for example at step 214.

At step 220, service platform 106 sends, to client 130 based on the oneor more configuration parameters associated with the destination ofinbound communication 204 a, a notification that inbound communication204 a was received at service platform 106. The notification mayidentify the source of inbound communication 204 a. In certainembodiments, the notification identifies the source of inboundcommunication 204 a using the information obtained from database server126 at step 210 described above.

In certain embodiments, the notification may comprise a link enablingclient 130 to request to join communication session 218. In such ascenario, at step 222 service platform 106 may receive, from client 130,a request to join the communication session. In certain embodiments,service platform 106 may join client 130 in communication session 218 atstep 224, for example as described above in relation to FIG. 1. Incertain embodiments, the request to join communication session 218 fromclient 130 may comprise the unique identifier assigned to communicationsession 218 at step 214.

In the example embodiment of FIG. 2, inbound communication 204 a is afirst inbound communication. At step 226, a second inbound communication204 b is subsequently received at service platform 106. At step 228,service platform 106 determines a source of second inbound communication204 b. At step 230, service platform 106 identifies one or moreconfiguration parameters associated with a destination of second inboundcommunication 204 b. In the example embodiment of FIG. 2, thedestination of second inbound communication 204 b may be associated withclient 130, which may be a client of the call center utilizing serviceplatform 106. In certain embodiments, the one or more configurationparameters may indicate that that subsequent inbound communications fromthe same source should be routed to client 130 instead of the agent.

At step 232, service platform 106 determines that the source of secondinbound communication 204 b is the same as the source of first inboundcommunication 204 a. In certain embodiments, the one or moreconfiguration parameters may indicate that subsequent inboundcommunications from the same source that are received within thepredetermined amount of time should be routed to client 130 instead ofoperator station 108. In such a scenario, service platform 106 may beconfigured to determine at step 234 that second inbound communication204 b was received at service platform 106 within a predetermined amountof time after first inbound communication 204 a was received at serviceplatform 106.

At step 236, service platform 106 routes second inbound communication204 b to client 130 instead of the agent based on the one or moreconfiguration parameters associated with the destination of secondinbound communication 204 b.

FIG. 3 is a flow diagram of an exemplary method 300 for communicationsprocessing, in accordance with certain embodiments. In the exampleembodiment of FIG. 3, the method is performed by a service platformassociated with a call center (e.g., service platform 106 describedabove in relation to FIG. 1). In certain embodiments, the steps ofmethod 300 may be performed by an applications server of the serviceplatform (e.g., applications server 120 described above in relation toFIG. 1), alone or in combination with one or more other elements of theservice platform (e.g., softswitch server 122, resource server 124,database server 126, and/or web server 128 described above in relationto FIG. 1).

Method 300 begins at step 302, where the service platform receives aninbound communication. In certain embodiments, the inbound communicationmay comprise one of: a phone call; a video conference call; a textmessage; and an e-mail.

At step 304, the service platform determines a source of the inboundcommunication. In certain embodiments, determining the source of theinbound communication may comprise: determining, by the serviceplatform, a telephone number associated with the inbound communication;and accessing, by the service platform, a database record associatedwith the telephone number, the database record comprising informationabout an entity associated with the telephone number.

At step 306, the service platform identifies one or more configurationparameters associated with a destination of the inbound communication,the destination of the inbound communication associated with a client ofthe call center. In certain embodiments, the one or more configurationparameters may indicate that the client is to be notified when inboundcommunications directed to the destination are received at the serviceplatform.

At step 308, the service platform routes the inbound communication to anagent associated with the call center to establish a communicationsession. In certain embodiments, the agent associated with the callcenter may comprise one of: an operator; and a speech-enabledintelligent script.

At step 310, the service platform sends, to the client, a notificationthat the service platform has received the inbound communication. Thenotification may be sent based on the one or more configurationparameters associated with the destination of the inbound communication.The notification may identify the source of the inbound communication.In certain embodiments, the notification may identify the source of theinbound communication using the information about the entity.

In certain embodiments, the notification may comprise a link enablingthe client to request to join the communication session. The method maycomprise receiving, from the client, a request to join the communicationsession. The method may further comprise joining the client in thecommunication session.

In certain embodiments, the method may comprise assigning, by theservice platform, a unique identifier to the communication session. Therequest to join the communication session may comprise the uniqueidentifier.

In certain embodiments, the inbound communication may be a first inboundcommunication. The method may comprise subsequently receiving a secondinbound communication at the service platform associated with the callcenter. The method may comprise determining, by the service platform, asource of the second inbound communication. The method may compriseidentifying, by the service platform, one or more configurationparameters associated with a destination of the second inboundcommunication, the destination of the second inbound communicationassociated with the client of the call center. The method may comprisedetermining, by the service platform, that the source of the secondinbound communication is the same as the source of the first inboundcommunication. The method may comprise routing the second inboundcommunication to the client instead of the agent based on the one ormore configuration parameters associated with the destination of thesecond inbound communication.

In certain embodiments, the method may comprise determining that thesecond inbound communication was received within a predetermined amountof time after the service platform received the first inboundcommunication. The one or more configuration parameters may indicatethat subsequent inbound communications from the same source that arereceived within the predetermined amount of time should be routed to theclient instead of the agent.

In certain embodiments a computer program, computer program product orcomputer readable storage medium comprises instructions which whenexecuted on a computer perform any of the embodiments disclosed herein.

Modifications, additions, or omissions may be made to the systems andapparatuses described herein without departing from the scope of thedisclosure. The components of the systems and apparatuses may beintegrated or separated. Moreover, the operations of the systems andapparatuses may be performed by more, fewer, or other components.Additionally, operations of the systems and apparatuses may be performedusing any suitable logic comprising software, hardware, and/or otherlogic. As used in this document, “each” refers to each member of a setor each member of a subset of a set.

Modifications, additions, or omissions may be made to the methodsdescribed herein without departing from the scope of the disclosure. Themethods may include more, fewer, or other steps. Additionally, steps maybe performed in any suitable order.

Although this disclosure has been described in terms of certainembodiments, alterations and permutations of the embodiments will beapparent to those skilled in the art. Accordingly, the above descriptionof the embodiments does not constrain this disclosure. Other changes,substitutions, and alterations are possible without departing from thespirit and scope of this disclosure, as defined by the following claims.

1. A system, comprising: a service platform associated with a callcenter, the service platform comprising an applications serverconfigured to communicatively couple to a softswitch and a database, theapplications server configured to: receive an inbound communication;determine a source of the inbound communication; identify one or moreconfiguration parameters associated with a destination of the inboundcommunication, the destination of the inbound communication associatedwith a client of the call center; route the inbound communication to anagent associated with the call center to establish a communicationsession; send, to the client based on the one or more configurationparameters associated with the destination of the inbound communication,a notification that the inbound communication was received, thenotification identifying the source of the inbound communication,wherein the notification comprises a link enabling the client to requestto loin the communication session; receive, from the client, a requestto loin the communication session; and loin the client in thecommunication session.
 2. (canceled)
 3. The system of claim 1, wherein:the applications server is further configured to assign a uniqueidentifier to the communication session; and the request to join thecommunication session comprises the unique identifier.
 4. The system ofclaim 1, wherein the one or more configuration parameters indicate thatthe client is to be notified when inbound communications directed to thedestination are received at the service platform.
 5. The system of claim1, wherein: the inbound communication is a first inbound communication;and the applications server is further configured to: subsequentlyreceive a second inbound communication; determine a source of the secondinbound communication; identify one or more configuration parametersassociated with a destination of the second inbound communication, thedestination of the second inbound communication associated with theclient of the call center; determine that the source of the secondinbound communication is the same as the source of the first inboundcommunication; and route the second inbound communication to the clientinstead of the agent based on the one or more configuration parametersassociated with the destination of the second inbound communication. 6.The system of claim 5, wherein: the applications server is furtherconfigured to determine that the second inbound communication wasreceived within a predetermined amount of time after the first inboundcommunication was received; and the one or more configuration parametersindicate that subsequent inbound communications from the same sourcethat are received within the predetermined amount of time should berouted to the client instead of the agent.
 7. The system of claim 1,wherein the agent associated with the call center comprises one of: anoperator; and a speech-enabled intelligent script.
 8. The system ofclaim 1, wherein the inbound communication comprises one of: a phonecall; a video conference call; a text message; and an e-mail.
 9. Thesystem of claim 1, wherein: in determining the source of the inboundcommunication, the application server is further configured to:determine a telephone number associated with the inbound communication;and access a database record associated with the telephone number, thedatabase record comprising information about an entity associated withthe telephone number; and the notification identifies the source of theinbound communication using the information about the entity.
 10. Amethod, comprising: receiving an inbound communication at a serviceplatform associated with a call center; determining, by the serviceplatform, a source of the inbound communication; identifying, by theservice platform, one or more configuration parameters associated with adestination of the inbound communication, the destination of the inboundcommunication associated with a client of the call center; routing theinbound communication to an agent associated with the call center toestablish a communication session; sending, from the service platform tothe client, a notification that the service platform has received theinbound communication, wherein: the notification is sent based on theone or more configuration parameters associated with the destination ofthe inbound communication; the notification identifies the source of theinbound communication; and the notification comprises a link enablingthe client to request to loin the communication session; receiving, fromthe client, a request to loin the communication session; and joining theclient in the communication session.
 11. (canceled)
 12. The method ofclaim 10, further comprising: assigning, by the service platform, aunique identifier to the communication session; and wherein the requestto join the communication session comprises the unique identifier. 13.The method of claim 10, wherein the one or more configuration parametersindicate that the client is to be notified when inbound communicationsdirected to the destination are received at the service platform. 14.The method of claim 10, wherein: the inbound communication is a firstinbound communication; and the method further comprises: subsequentlyreceiving a second inbound communication at the service platformassociated with the call center; determining, by the service platform, asource of the second inbound communication; identifying, by the serviceplatform, one or more configuration parameters associated with adestination of the second inbound communication, the destination of thesecond inbound communication associated with the client of the callcenter; determining, by the service platform, that the source of thesecond inbound communication is the same as the source of the firstinbound communication; and routing the second inbound communication tothe client instead of the agent based on the one or more configurationparameters associated with the destination of the second inboundcommunication.
 15. The method of claim 14, further comprising:determining that the second inbound communication was received within apredetermined amount of time after the service platform received thefirst inbound communication; and wherein the one or more configurationparameters indicate that subsequent inbound communications from the samesource that are received within the predetermined amount of time shouldbe routed to the client instead of the agent.
 16. The method of claim10, wherein the agent associated with the call center comprises one of:an operator; and a speech-enabled intelligent script.
 17. The method ofclaim 10, wherein the inbound communication comprises one of: a phonecall; a video conference call; a text message; and an e-mail.
 18. Themethod of claim 10, wherein determining the source of the inboundcommunication comprises: determining, by the service platform, atelephone number associated with the inbound communication; andaccessing, by the service platform, a database record associated withthe telephone number, the database record comprising information aboutan entity associated with the telephone number, wherein the notificationidentifies the source of the inbound communication using the informationabout the entity.
 19. A non-transitory computer-readable mediumcomprising instructions that, when executed by a processor, areconfigured to perform a method, the method comprising: receiving aninbound communication at a service platform associated with a callcenter; determining, by the service platform, a source of the inboundcommunication; identifying, by the service platform, one or moreconfiguration parameters associated with a destination of the inboundcommunication, the destination of the inbound communication associatedwith a client of the call center; routing the inbound communication toan agent associated with the call center to establish a communicationsession; sending, from the service platform to the client, anotification that the service platform has received the inboundcommunication, wherein: the notification is sent based on the one ormore configuration parameters associated with the destination of theinbound communication; the notification identifies the source of theinbound communication; and the notification comprises a link enablingthe client to request to loin the communication session; receiving, fromthe client, a request to loin the communication session; and joining theclient in the communication session.
 20. The medium of claim 19,wherein: the inbound communication is a first inbound communication; andthe method further comprises: subsequently receiving a second inboundcommunication at the service platform associated with the call center;determining, by the service platform, a source of the second inboundcommunication; identifying, by the service platform, one or moreconfiguration parameters associated with a destination of the secondinbound communication, the destination of the second inboundcommunication associated with the client of the call center;determining, by the service platform, that the source of the secondinbound communication is the same as the source of the first inboundcommunication; and routing the second inbound communication to theclient instead of the agent based on the one or more configurationparameters associated with the destination of the second inboundcommunication.